Tag: Customer engagement

Genesys Brings Intelligent Autonomy to Customer Experience

As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.With 80% of business leaders...

Only 10 Brands Got CX Right in 2025. Is Yours One of Them?

Customer experience continues its global slide, and the numbers are impossible to ignore. According to Forrester’s 2025 Customer Experience Index (CX Index), just 10 brands worldwide—less than 5%—earned “elite” status this year, maintaining top-tier rankings in how customers perceive their...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

Online Shoppers are Getting Smarter, And More Sceptical

According to new research from Akeneo, today’s shoppers are savvier and more selective than ever, especially during high-profile online shopping events like Amazon Prime Day. The survey shows that 90% of consumers say that product reviews directly impact their purchase...

Pay to Stay Behind? Inside Wizz Air’s Unusual Customer Strategy

As the summer travel season heats up and pressure mounts on airlines, Wizz Air, one of Europe’s largest low-cost carriers, is testing a new strategy to manage overbooked flights—by asking passengers to volunteer before they even reach the airport.Passengers booking...

Zillennials Have Arrived—And They’re Booking Cruises

Generational shifts are reshaping how Americans travel—and what they expect from travel loyalty programs. According to a new report by arrivia, based on a survey of U.S. adults who travelled in the past year, younger travellers are rewriting the rules...

Tech Improves Dining Experience for 57% of Consumers

According to new consumer data released by HungerRush, America’s appetite for quick-service and fast-casual dining remains strong, despite inflationary pressures. A striking 93% of consumers still visit these restaurants at least once per month. However, diners are becoming more selective:...

Brits Lose Patience with Poor Customer Support, and They’re Not Afraid to Walk Away

According to new research by Quantum Metric, more than half of Brits (57%) have abandoned a purchase simply because of poor customer support, proving that bad service doesn’t just hurt brand perception — it hits the bottom line. Whether it’s...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...

From Champagne to Sweatpants: What Consumers Are Cutting to Afford Groceries

According to Blue Yonder’s latest survey, as many as 85% of consumers worldwide are worried about the continued rise in grocery prices. Conducted across key markets including the U.S., U.K., France, Germany, Australia/New Zealand (ANZ), and the Middle East, the...